Field Support Specialist

1 semana atrás

Lisboa, Portugal Ria Tempo inteiro

The purpose of the role is to grow our Company’s presence in the market through developing, retaining and managing a designated portfolio of existing agents. Tapping into the potential of those agents is what our Field Support Team does: they identify growth opportunities, make sure our agents know how to use our systems, arrange additional advertising material to attract more customers or simply give the guidance on who to contact technical or other type of support to help with arising issues.
- Responsibilities
Responsibilities of the role will include, but will not be limited to:
Maintain and increase the transactions and revenues from the assigned portfolio, by
Strategically revisit existing agents, with an effective re-training activity when needed;
Developing strong relationships with agents to ensure long term loyalty to the Company
Collaborating with different internal departments to ensure the agent productivity is not interrupted
Providing solutions where challenging matters arise, act as a problem-solver when agent faces issues with their day-to day Ria business;
Rebranding existing agents according to our Marketing Department’s guidelines and provide agents with the necessary marketing assets.
Preparation and organization of weekly plans and meeting monthly, quarterly and yearly targets
Managing and regularly reviewing the assigned Agents portfolio to ensure that the desired targets are reached
Ongoing analysis on the portfolio performance, evaluating trends and affecting factors, recommend remedial actions to develop and maintain relationship with existing agents, as well as increase existing business transactions.
Achieve given targets and maintaining & increasing healthy AAP ratio according to company’s yearly forecast, including liaising with the internal departments to assist with recovery and collections.
Create and nurture strong relationships with the portfolio of agents to ensure a long-lasting business collaboration with Ria;
Self-organize a smarty-structured weekly plan to meet set targets;
Identify threats and opportunities within the portfolio and implement
Any other projects/assignments to be handled to assist the business as requested by management.
- Qualifications
We will require you to have at least a High School diploma or a higher education level to work in this role. Furthermore, we will look for individuals with:
Fluent English + Portuguese, Spanish will be plus;
Excellent communication and relationship building skills;
Ability to work individually and with mínimal supervision;
Assertiveness and target driven approach;
Strong analytical thinking
Ability to work well under pressure;
Stress resilience;
Client orientation;
Analytical thinking
Experience working with other money transfer companies would be a bonus;
Strong work ethic and positive attitude;
Experience working with clients and building relationships;
Excellent time management skills;
Excellent problem-solving skills;
Excellent customer service skills;
Ability to translate the regulatory requirements to understandable everyday customers’ language;
Proficient in the use of Microsoft Office (i.e. Excel, Word, PowerPoint, Outlook)
Availability to travel around the country as needed; and flexibility for longer distance trips as required by the business

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